FAQs

Boston Express assumes a maximum liability of $250 per adult-fare ticket (and $125 per half-fare ticket) for damaged or lost baggage.  Boston Express is not liable for loss or damage of luggage delivered to our employees for transportation, in our baggage compartments or in an amount exceeding the aforementioned limits.  All luggage should be properly tagged inside and out with identification tags / contact information.

At Boston Express, customers with disabilities accompanied by a service animal are welcome. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e. leash, harness or carrier). The service animal must ride in the bus within the customer’s space. Service animals may not travel in the aisle or occupy a seat. Boston Express reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers or Boston Express personnel.

Bicycles may be carried underneath the bus when there is sufficient room and after all baggage has been loaded. Bicycles must be carried in a separate compartment or placed in such a way to not damage any baggage while bicycles in a box do not require their own compartment. Please be advised that other carriers will only take a bicycle if it is in a box.

By federal regulation, customers may transport unloaded firearms in a locked hard-sided container only if
it is placed in the cargo bay under the bus. The container must completely secure the firearm from being
accessed. Locked cases that can easily be opened are not permitted.

Ammunition is prohibited in carry-on baggage, but may be transported in checked baggage under the bus.
Firearms magazines and ammunition clips, whether loaded or empty, must be securely boxed or included within a hard-sided case containing an unloaded firearm.

Larger items that can fit under the bus can be stowed there for your trip. Any item that does not fit would not be able to be taken onboard. The largest item that can go under the bus is 84 inches long, 30 inches tall and 48 inches wide (front of bay to back).

Flammable liquids, combustible materials, car batteries, or other dangerous substances such as gasoline, kerosene, or propane are not permitted on a Boston Express bus.

Boston Express will pick up at every terminal.  You can find the bus downstairs, outside of baggage claim, by an orange sign that notes Scheduled Bus.  Often times it will have a sign noting ME, NH and VT as well.  Our bus will get as close to that as possible, depending on traffic.  Please be outside waiting for the bus as the drivers will not enter the airport terminal for passengers.  It is best to  approach the bus when it parks curbside so that the driver can quickly stow luggage and board passengers.   The bus will start at Terminal A (time noted on the schedule) and then proceed to each terminal after that time.  Please note that any schedules marked with a CC (the schedule number ends in CC and our pdf schedule is shaded with these schedules) will be operated by Concord Coach Lines (look for a Concord Coach bus at the airport).

Some of our schedules are operated by Concord Coach Lines in order to offer more service for our passengers.  A “CC” next to the schedule number on both the online tickets as well as noted/highlighted on our pdf schedule means that you will be looking for and riding a Concord Coach bus for that particular time noted.  A “C” for the schedules on our schedules page notes that it will be a Concord Coach Lines bus used for travel.  If at the airport, please watch for a Concord Coach Lines bus instead of Boston Express.

In the event of snow please be aware that snow will accumulate between cars as plow trucks cannot clear these areas.  It is advised that you have a snow removal device with you so that you can shovel your vehicle out, if needed.

If a terminal is closed when you are planning on traveling, you can either purchase a ticket in advance at a terminal or via our online store (driver can scan the QR code on your mobile device – no need to print your ticket).

We accept cash, major credit cards and most digital wallets (including Apple Pay).  We also accept debit cards issued/funded by your employer for travel as long as it has a Visa or MasterCard logo on it.

Boston Express Bus reserves the right to refuse transportation to any person whose conduct is such or likely to be such as to make them objectionable to other passengers or create an unsafe situation on the bus for the driver and other passengers.

Our goal is to make your travel on Boston Express a safe, pleasant and convenient experience. Our drivers, customer service personnel and contractors are available to meet the needs of customers with disabilities. We provide assistance with boarding and disembarking, luggage, transfers, stowage and retrieval of mobility devices. We can help whether you’re traveling alone, with a personal care attendant, using various mobility devices or being accompanied by a service animal.

Assistance is available to customers with disabilities when they travel within the Boston Express system. Boston Express will ensure that adequate time will be provided to allow individuals with disabilities to complete boarding and disembarking of our vehicles. Please inform our employees of your needs during your trip by calling 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Please arrive 15-30 minutes before departure as seating is on a first-come, first-board basis. We will make every effort to help you if such an accommodation will not delay departure of the schedule on which you wish to travel. Please note that all Boston Express coaches are wheelchair lift-equipped.

Boston Express allows any passenger who uses a lift or ramp to board or disembark the vehicle at any designated stop. The only exceptions are if the lift or ramp cannot be deployed, the lift or ramp will be damaged if it is deployed or temporary conditions preclude the safe use of the stop by all passengers.

Lift-equipped bus: When using a wheelchair lift-equipped bus, the combined weight of the customer and mobility aid cannot exceed the design capacity of the lift. Boston Express operates Ricon Mirage F9TF lifts with a capacity of 660 lbs. and the mobility aid can be no more than 32 inches wide and 48 inches in length.

Boston Express operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CRFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes they may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.

We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to people with disabilities.

We will make reasonable modifications unless doing so:

Would fundamentally alter the nature of the service; or
Would result in a direct threat to the health or safety of others; or
Without the requested modification, the individual with a disability is unable to fully use Boston Express’ services for their intended purpose.
Whenever feasible, Boston Express requests that individuals make such requests for modifications in advance if it is possible to do so. Where a request for modification cannot practicably be made and determined in advance (e.g., because of a condition or barrier at the destination of a fixed route trip of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of request.

Operating personnel may consult with Boston Express’ management before making a determination to grant or deny the request. Requests may be made in advance by contacting:

Boston Express General Manager at (603) 845-1999, or using TTY services (TTY Relay: 711 or 1-800-735-2964); by email at information@bostonexpressbus.com; or in writing at 4 Symmes Dr, Londonderry NH 03053.
You will be asked to provide your name, telephone number (or other contact information), the date and time of travel, the bus stop(s) you will need assistance with and to describe what you will need in order to use the service. We will contact you via telephone or email for additional information. A decision will be made within two (2) business days of your request. You will be notified of our decision by telephone, email or in writing within one (1) business day of our decision.

If you feel you have been wrongly denied, you may file a complaint. Boston Express has up to 30 days to investigate the complaint. If it is determined that more information is needed to resolve the case, Boston Express may contact the complainant. The complainant has 30 days from the date of the contact letter to send the requested information to the investigator assigned to the case.

Any person who believes that he/she has been discriminated against on the basis of their disability should submit the complaint to:

General Manager
4 Symmes Drive
Londonderry NH 03053
By phone at 603-845-1999 or email at information@bostonexpressbus.com
For more information about Boston Express’ services, visit www.bostonexpressbus.com. If information is needed in another format or language, please contact us at 603-845-1999.

South Station is accessible to visitors with disabilities. It has public elevators and ramps to help visitors get around without the use of stairs. Please check the South Station directory for exact locations. South Station does not provide wheelchair rental.

An elevator is located down the corridor from the main information booth. It’s perfect for getting to the Red Line platform for those with physical challenges as well as those with baby strollers.

Commuter rail and Amtrak platforms are fully accessible and the bus terminal can be reached from the Track 1 platform.

The bus terminal offers red cap wheelchair service seven days per week from 10:00 a.m. to 6:00 p.m. For the best results, call ahead to schedule service: (617) 790-4304.

All of Boston Express’ motor coaches are equipped with lifts and securement areas for mobilities devices. Boston Express does not require advance notice from passengers who need to use the lift for access into the bus, although it is appreciated if possible. However, passengers who are planning on an interline trip (changing from a Boston Express bus to a bus operated by another company) beyond Boston Express’ fixed-route system are advised of the following:

Small, fixed route, over-the-road carriers, not inclusive of Boston Express, may require a 48-hour advance notice in order to provide an accessible bus and, if there are less than 48 hours when booking the trip, there is a possibility that an accessible bus may not be available at the transfer point in order for passengers to complete the subsequent leg of their trip. Boston Express will make every attempt to notify smaller carriers as soon as it is known that lift services are needed for boarding at these transfer points.

You may travel alone on Boston Express if you can travel independently and do not require assistance of a personal nature, which Boston Express personnel and its contractors are not required to provide. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.

At Boston Express, your attendant may be issued a 50 percent discounted ticket to travel with you. Boston Express reserves the right to invoke and/or modify program qualifications and qualification guidelines for participation in this program.

PCA Program Guidelines:
Participation in the PCA program is based on assistance requested and not a customer’s disability.
Request for a PCA ticket cannot be combined with any other Boston Express reduced fare offer which prohibits the issuance of such ticket.
PCA must provide picture identification for ticket to be issued.
PCA must be capable of providing the assistance and be at least 12 years of age.
PCA must sign for tickets at the point of issuance.
PCA ticket will be issued for the entire length of trip.
If the PCA ticket is lost prior to departure or en route, the PCA must purchase a new ticket at the applicable fare.
The customer and PCA must travel the entire trip together.

Your mobility aid(s) may travel inside the bus if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible. If an item placed in the baggage compartment is damaged or lost, a maximum reimbursement of $250 is allowed per adult ticket purchased. The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches. The maximum weight limit for mobility aids is 200 pounds. Mobility aids that exceed these dimensions and/or weight limits will not be accepted. Please allow sufficient time for the stowing of any mobility aid; this will assist in preventing delays in the departure of the bus.

Portable oxygen and respirators may accompany you on Boston Express. A maximum of four (4) canisters may travel with the customer: Two (2) aboard the bus and two (2) in the baggage compartment. The maximum dimension for each container may not exceed 4.5 inches in diameter and 26 inches in length. Customers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for making arrangements for refills while en route. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves. Reminder: Always keep your medicine with you. Do not leave it in your checked baggage.

At Boston Express, customers with disabilities accompanied by a service animal are welcome. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e. leash, harness or carrier). The service animal must ride in the bus within the customer’s space. Service animals may not travel in the aisle or occupy a seat. Boston Express reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers or Boston Express personnel.

What if I need assistance during my trip?

Please notify Boston Express of your need for assistance by speaking to any available ticket agent or driver or by calling our Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Can I request priority seating?

Priority seating is available for the elderly and customers with disabilities. However, you may sit where your needs are best accommodated. The front bus seats located in the first row directly behind and across from the driver and the wheelchair securement areas are designated as priority seating. If these seats are occupied, the driver or other Boston Express personnel may ask the seated customer to move. It is the choice of the customer already seated as to whether they wish to move or remain in the seat.

Does the bus driver make stop announcements?

It is Boston Express Policy that the Boston Express Route Operator make a stop announcement at each destination along the schedule route.

One-way tickets are valid for 90 days from travel date.  Round-trip tickets are valid for 180 days from the travel date.   If you are unsure of the expiration date, call the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964). Expired tickets are not eligible for a refund.

The person whose name is on the ticket MUST be the person traveling with us. If your name is on the ticket, you must refund the ticket (less any amount used) and apply any leftover balance to a new ticket for the actual person traveling. If you wish to buy a ticket for someone else and they cannot be present at the time of purchase, please call the Information Center to discuss other purchase options at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Boston Express does not accept reservations. Please arrive 15-30 minutes before bus departure. Seating is on a first-come, first-board basis. Every effort will be made to accommodate all passengers during peak travel times. Tickets may be purchased in advance but do not guarantee a seat. Tickets are not time or date specific — they are good for a block of time.

Tickets for Boston Express Bus can be purchased at the Concord Coach Lines ticket counter at Boston’s South Station.

There are no ticket counters or Boston Express representatives at the airport but we do sell ticket via our online store.  We recommend that you purchase your tickets online while you wait for the bus if you do not have a ticket.

Passengers must be at the pick-up locations prior to the departure time on the schedule. All service that originates at Logan Airport continues to Boston’s South Station. If you do not have a ticket prior to boarding the coach at Logan Airport, you will still be allowed to board the coach (ID required). Upon arriving at South Station, you must disembark and proceed to the Concord Coach Lines ticket counter to purchase your ticket. We accept cash, major credit cards, and most digital wallets can be used.  See Logan Airport Information for designated pick-up locations and other facility information.

Boston Express Bus is not responsible for lost, stolen or destroyed tickets. If you lose your ticket, you will need to purchase a new one. If you find your misplaced ticket, you can turn it in for a refund, as long as it has not expired (most tickets are refundable).

In most cases, yes. If you only used the one-way of a round-trip ticket, the refund is the cost of your ticket less the one-way fare.  Unused commuter pack tickets are prorated using regular fare prices when refunding (standard one-way and round-trip ticket prices will apply).  Unexpired tickets purchased at Boston Express terminals can be refunded, unless the ticket has expired or specifically states “No Refund”.  If you are unsure what type of ticket you have, call the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964). A refund application may need to be submitted if you have a manual ticket or if our corporate office needs to issue the refund.  Please be advised that refunds submitted in this manner can take up to two weeks for processing.

No. Every effort is made to operate according to published schedules. Connections are not guaranteed and schedules are subject to change without notice. Circumstances sometimes develop beyond our control and Boston Express cannot hold itself responsible for errors in timetables, inconvenience or damage resulting from a delayed coach.

Gift certificates are good indefinitely* and can only be used on any Boston Express scheduled service. Gift certificates can be purchased in person at our terminals. There are no online or phone sales. Ticket fares are deducted from the balance on the gift certificate. Gift certificates are not redeemable for cash and cannot be returned for a cash refund. If order exceeds the amount of the gift certificate, the recipient must pay the remaining balance. We are not responsible for lost or stolen gift certificates. There is a $500 per month limit on the purchase of gift certificates.   The recipient of the gift certificate must travel with a valid form of I.D. If the certificate is intended for a child without a form of I.D. or is 12 -15 years old traveling without an adult, then a parent or guardian must be present at the time of ticket issue. Please visit Policies and Procedures for more information on valid forms of I.D. and child policies.

*Once a ticket(s) is issued, the ticket is valid until the expiration date printed on the ticket.

Generally, Boston Express does not cancel service due to weather unless driving conditions become a threat to passenger safety. Weather cancellations are posted on our website as they become available. Cancellations can also be obtained by calling our Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

All of the Boston Express buses come equipped with seat belts with both lap and shoulder harnesses.  You are welcome to use the seat belt with your own child seat , as long as it :

• can and will be attached using a seat belt,
• has been approved for use in a motor vehicle, and
• is used according to the manufacturer’s instructions.

It is your responsibility to secure your child seat to the bus seat using the harnesses provided.  We do not allow car seats to be used unless they are securely fastened to the seat using the seat belt provided.  Otherwise, we would store the child seat underneath the bus for your trip.

Yes. All coaches are equipped with a restroom in the rear of the coach.

Bicycles may be carried underneath the bus when there is sufficient room and after all baggage has been loaded.  Bicycles in a box are preferred but do follow the same rules noted above. Please be advised that many other carriers will only take a bicycle if it is in a box. Based on driver discretion, you may be asked to load the bike into the cargo bay yourself.

Larger items that can fit under the bus can be stowed there for your trip. Any item that does not fit would not be able to be taken onboard. The longest item that can go under the bus is 84 inches long, 30 inches tall and 48 inches wide (front of bay to back).

Yes. We discourage the use of cellular phones on all Boston Express coaches with the exception of those situations where a quick message is necessary due to circumstances beyond our control that delays the arrival time of a passenger or travel connection. Boston Express requests that passengers limit the use of cellular phones as a courtesy to fellow passengers.

No animals may be carried except a service animal accompanying a legally blind, deaf or disabled person.

No. Smoking is prohibited on all coaches. This includes the use of electronic cigarettes and pipes (also called e-cigarettes, electronic nicotine delivery systems or vaping).

Boston Express requires a photo I.D. for all passengers traveling with an adult ticket. We do not require identification for children under the age of 12 who are traveling with a parent or guardian. However, if they are traveling alone, they will need a school I.D., passport or a copy of their birth certificate. Children under the age of 17 with no photo I.D. must be accompanied by an adult with a photo I.D. upon purchasing the ticket. These are security measures that we take in the event that there is an emergency. This allows us to assist officials in identifying who traveled on a particular day. We do not generate passenger lists for each bus and therefore you are required to show your I.D. each time you travel. We do not store this information. If you have questions about acceptable forms of I.D. or special circumstances, please contact the Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Yes. Drivers and Ticket Agents are not required to lift/load luggage weighing in excess of 50lbs. See the Ticket Agent to weigh your luggage before boarding the bus. Any bag weighing in excess of 50lbs. will be handled by the passenger. If you require assistance, please notify the Driver and someone will assist you.

Passengers will be limited to two (2) bags and one (1) carry-on for a full fare ticket, and one (1) bag and one (1) carry-on for a half-fare ticket. Luggage with wheels will not fit in the bus overhead and will be stowed under the bus.  For any excess baggage there will be a charge of $5 per bag. See the Ticket Agent for excess baggage ticket.

Please note: Luggage cannot be left unattended or in the care of a Boston Express employee at any terminal or agency for safety reasons.

Yes. We operate our buses every single day of the year, including service on Thanksgiving, Christmas and New Years Day. These schedules are published separately based upon the holiday. Once the schedule has been set, it will be published on the homepage of our website. Thanksgiving and Christmas Day are highly modified schedules, so if you plan to travel on this day, be aware that service will be limited.

Boston Express provides service between points in Nashua, North Londonderry, Salem NH, and Tyngsboro MA to/from Boston South Station and Logan Airport. Our website contains information for our services only. If you are making connections to New York City or other points, you must visit those websites to see those schedules.

Free parking is provided in the NH State Park & Ride lots serviced by Boston Express Bus.  Parking at all of the Park & Ride locations is for private, non-commercial use and vehicles parked longer than three weeks (21 days) or with expired tags will be towed at the owner’s expense.

Please see the NH DOT Park & Ride page for further details.

*Campers, box trucks, vans and vehicle storage are prohibited from parking at any Boston Express operated facility. Any of these vehicles will be subject to towing at the owner’s expense.

Boston Express does not provide service to the Manchester Boston Regional Airport. You are welcome to travel from Boston to NH using our bus service to one of our terminals near the Manchester Boston Regional Airport. Upon arrival at the terminal, you use Uber or Lyft via your mobile device or one of our ticket agents can assist you by calling a taxi service for you to take you to the Manchester Boston Regional Airport directly.

Amtrak tickets are purchased directly from Amtrak. For more information about the train call 1-800-USA-RAIL or visit Amtrak’s website.

Boston Express Bus does not sell Greyhound tickets. Greyhound tickets can be purchased online on the Greyhound website or by calling 1-800-231-2222.

Tips are not expected nor mandatory. However, they are certainly appreciated by our drivers for a job well done.

Please refer to the NHDOT Title VI program linked below:

Please click here to refer to the NH DOT Title VI program.

Upon request to Boston Express personnel, assistance will be provided to you for reasonable requests. Boston Express is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Boston Express customer, please call us promptly at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964). If you feel that your rights as a person with a disability under the Americans with Disabilities Act (ADA) were violated and would like to file a formal complaint, please send a written statement to:

Boston Express Bus
ADA Compliance Office
7 Langdon Street
Concord, NH 03301

Please include your ticket showing your travel itinerary, a detailed description of the incident, including the bus schedule number, date, time and location, as well as the names(s) and/or description(s) of any Boston Express personnel or contractors you believe did not provide you appropriate assistance. Boston Express has up to 30 days to investigate the complaint. If it is determined that more information is needed to resolve the case, Boston Express may contact the complainant. The complainant has 30 days from the date of the contact letter to send the requested information to the investigator assigned to the case.

To arrange assistance for travel within the Boston Express system, please call our Customer Information Center at 1-800-639-8080 (TTY Relay: 711 or 1-800-735-2964).

Boston Express does not offer freight shipping services.

Children 11 or younger must be accompanied by an adult (18 or older).

Children 12-15 years old may travel alone under the following conditions and will pay the adult fare.

– The origin and destination must be company operated stations that are open at the time of departure and arrival. There may be no pickup or drop offs at flag stops or partner agencies (i.e., gas stations, ferry terminals, etc).
– Trips must not exceed 5 hours and must be made between the hours of 7:00 AM and 8:00 PM EST.
– Transfers are not permitted.
– For each unaccompanied minor traveling alone, the parent or legal guardian bringing the child to the departure station must complete and sign a release form. Please arrive at the boarding station at least 30 minutes before departure time.
– An adult must drop off the child and an adult must be waiting to meet the child upon arrival.
– The adult at the destination station must provide a valid current photo ID showing that they are the person identified on the release form when picking up the child.
– Tickets for unaccompanied children may not be purchased online.
– Child will pay a full fare adult ticket price when traveling alone.

Children 16 and over may travel without restriction.